Knowledge - Insights: Industry Reports

2019 Customer Engagement Transformation Conference Industry Report

This edition has been a delight to put together as we have had the fantastic opportunity to speak to experts in the customer engagement space from a wide range of industry leading brands, sharing their insights and success stories.

2019 CX Marketing Summit Industry Report

We are delighted to welcome you to this year’s CX Marketing Summit’s Industry Report. We hope you enjoy what’s inside! It has been a pleasure to put this Industry Report together as we have had the brilliant opportunity to speak to experts from a variety of industries in the customer experience marketing space and share their insights.

Employee Engagement Summit Report 2019

This edition has been a delight to put together as we have had the fantastic opportunity to speak with experts from industry-leading brands within the employee engagement space. From the fashion retail industry, Pablo Camba from Inditex explains the importance of implementing defined career progression structures for employees to increase engagement and retainment, creating a stronger, more dedicated workforce, which ultimately results in higher customer satisfaction. James Hampton and Georgie Mills also contribute Seasalt Cornwall’s brand strategy in this area, utilising surveys and training to ensure positive communication with staff and to deal with issues before they arise.

Transformation Industry Report 2018

TRANSFORMING TO SURVIVE IN THIS BRAVE NEW CUSTOMER WORLD With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes. It can seem impossible to keep up with customer trends and implement a winning strategy, exclusive insights from organisations who have already transformed and are reaping the rewards of customer loyalty as a result.

Engage Customer Industry Report

This year’s Customer Engagement Summit was entitled ‘The Human Face of Engagement: Why People Come First’. Over two days some of the UK’s biggest and most innovative companies and organisations considered how being more human can enhance both the customer and employee experience. We hope you enjoy this Summit report and that some of the learnings can be rolled out to ensure that customers gain the respect and service they deserve from retail to transport and beyond.

Contact Centre Industry Report 2019

This year’s Future of the Contact Centre conference had its primary theme as ‘Contact Centres at the Crossroads’. Some of the UK’s biggest and most innovative companies and organisations joined paths to consider how new technologies such as Artificial Intelligence, a more diverse range of customer communications channels and the need for greater customer insight and analysis was shaping the contact centre of both today and tomorrow. The conference looked at what this meant in practice for areas including omnichannel customer engagement, big data, customer experience innovation, the customer journey, voice of the customer, employee engagement and service design in the contact centre.

Keep up to date - Subscribe To Our Email Newsletter Today

Get the latest industry news direct to your inbox on all your devices.

We may use your information to send you details about goods and services which we feel may be of interest to you. We will process your data in accordance with our Privacy Policy as displayed on our parent website https://ebm.media

THIS WEBSITE USES COOKIES

We use cookies to personalise content and ads, to provide social media features and to analyse our traffic. We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you’ve provided to them or that they’ve collected from your use of their services. You consent to our cookies if you continue to use our website.

Privacy Policy | Cookie Policy

Essential
Analytics
Advertising
Personalisation
  • Overview
  • Essential [11]
  • Analytics [4]
  • Advertising [0]
  • Personalise [0]
  • Other [0]

Cookies are small text files that can be used by websites to make a user's experience more efficient. The law states that we can store cookies on your device if they are strictly essential for the operation of this site. For all other types of cookies we need your permission. This site uses different types of cookies. Some cookies are placed by third party services that appear on our pages.

You can at any time change or withdraw your consent from the Cookie Declaration on our website. Learn more about who we are, how you can contact us and how we process personal data in our Privacy Policy. Please state your consent ID and date when you contact us regarding your consent.

Essential cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.

Cookie Provider Info Duration
contactIdUnknown24 Hours
wordpress_sec_%WordPressThese cookies help us keep you logged in to our site.Session
intercom-id-%IntercomAllows visitors to see any conversations they've had on Intercom websites.9 Months
intercom-session-%IntercomAllows users to access their conversations and have data communicated on logged out pages for 1 week.7 days (from each log in)
wordpress_logged_in_%WordPressWordPress sets this cookie to indicates when you’re logged in, and who you are, for most interface use.Session
wp-settings-%WordPressUsed to customize your view of admin interface, and possibly also the main site interface1 Year
wp-settings-time-%WordPressUsed to customize your view of admin interface, and possibly also the main site interface1 Year
wordpress_test_cookieWordPressSet by WordPress to check if the cookies are enabled on the browser to provide appropriate user experience to the usersSession
bcookies_acceptanceb:cookiesUsed to store your cookie preferences for this site2 Years
wp-saving-postWordPressUsed to help with the saving of content in the WP backend admin24 Hours
bcookies_acceptance_updatedb:cookiesIndicates that the users cookie selection has been updatedSession

Personalisation cookies enable a website to remember information that changes the way the website behaves or looks, like your preferred language or the region that you are in.

Cookie Provider Info Duration
We are not using cookies of this type at the moment!

These cookies gather anonymous information such as how many people are using our site or which pages are popular to help us improve customer experience. Switching off these cookies will mean we can’t gather information to improve the experience.

Cookie Provider Info Duration
lfuuidLead ForensicsTracks the individual sessions on the website, allowing the website to compile statistical data from multiple visits. This data can also be used to create leads for marketing purposes.10 Years
_gaGoogle AnalyticsUsed to store a unique client identifier ID (randomly generated number) that is used to generate statistical data on how the visitor uses the website.2 Years
_gidGoogle AnalyticsUsed to store a unique client identifier ID (randomly generated number) that is used to generate statistical data on how the visitor uses the website.24 Hours
_gat_gtag_%Google AnalyticsUsed to set and get tracking data24 Hours

Advertising cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers.

Cookie Provider Info Duration
We are not using cookies of this type at the moment!

Unclassified cookies are cookies that we are in the process of classifying, together with the providers of individual cookies.

Cookie Provider Info Duration
We are not using cookies of this type at the moment!